Information Technology Support Specialist

JOB SUMMARY:

Generic JD of Hands and Feet Support:

L1 Desktop Support:

Hands & Feet Support (HFS) The Hands & Feet Support role includes the physical execution of IT tasks under the guidance of remote engineers or predefined SOPs.

Core Responsibilities

• On-Site Hardware Support: Perform physical installation, movement, and cabling of desktops, laptops, docking stations, and peripherals.

• Hardware Troubleshooting: Conduct physical inspections to identify loose connections, damaged ports, or hardware failures.

• Asset Management: Manage local inventory, including tagging equipment and documenting hardware movements within the CMDB.

• Deployment & Refresh: Execute PC Imaging, data migration, and Box-to-Desk setups for new hires or hardware upgrades.

• Infrastructure Assistance: Provide physical access and basic eyes-and-ears support for network racks, servers, and UPS systems as directed by L2/L3 teams.

• Break/Fix Execution: Replace faulty components (RAM, Hard Drives, Keyboards) and manage the RMA process with vendors. Technical Requirements

• OS Knowledge: Proficiency in Windows 10/11 and basic macOS troubleshooting.

• Tool Proficiency: Experience with ticketing systems (e.g., ServiceNow, Jira) and remote desktop tools.

• Connectivity: Basic understanding of TCP/IP, patch panels, and Wi-Fi configuration.

• Soft Skills:

Strong professional communication and the ability to follow complex technical instructions accurately